Customer Dynamics
PART I.
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World class performance is giving your customers more than they expect, striving to get even better, and making a profit. It's that simple and that tough. It starts and ends with the ultimate judge of your performance, existing customers and new prospects. They are the decision makers who determine the value of your products and services. Meeting their standards qualifies you as a supplier; exceeding their expectations guarantees success. Your performance today, however, will not satisfy your customers' expectations tomorrow. So the second challenge is to constantly strive for improvement; even when you are out front, this effort is what it takes to remain out front. Profits are the third ingredient. They reward the shareholders and provide the ongoing investment in people, products, and equipment. Being outstanding in the eyes of your customers while going broke is a hollow victory. Describing the attitudes and actions that distinguish world class companies are the objectives of this paper. The difference among all companies is not their people. Hard working, capable people are the common denominators. The world class companies do a superior job of utilizing their people. The following categories enable everyone's actions to be focused on the success of their company. By treating these issues as high priority objectives, the people within world class companies perform better:
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